Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tianna Lawhorn

Miami

Summary

Strategic and compassionate administration professional with 10+ years of experience leading customer service teams, optimizing administrative operations, and improving client satisfaction across the hospitality, legal, healthcare, and finance sectors. Proven ability to lead teams, resolve complex client concerns, and uphold organizational compliance standards. Adept at team training, cross-functional collaboration, and performance analysis.

Overview

11
11
years of professional experience

Work History

Customer Loyalty Specialist

Hyatt
Omaha
01.2022 - Current
  • Responding to 90+ daily customer contacts across phone, email, and digital platforms, maintaining a 94% customer satisfaction rating.
  • Directed resolution of complex inquiries involving reservations, benefits, and loyalty programs, collaborating with internal departments to ensure seamless guest experiences.
  • Supervised the training of 16 new hires, improving team efficiency, policy adherence, and conflict resolution skills.
  • Maintain documentation of client interactions in CRM, and track resolution metrics aligned with KPIs.

Licensed Facial Specialist

The Beautee Outlet
Miami
01.2021 - Current
  • Professionally trained in skincare treatments and services to adolescent and adult clients, building trust and increasing return appointments.
  • Ensured compliance with client confidentiality and safety protocols.
  • Delivered customized skin care solutions, consistently earning top-tier client satisfaction ratings.

Guest Services Coordinator

Norwegian Cruise Line
Miami
04.2019 - 04.2020
  • Managed over 200 guest phone interactions daily, using de-escalation and emotional intelligence to resolve concerns achieving 94% resolution on first contact.
  • Spearheaded a policy reform initiative to cut the refund processing time.
  • Worked directly with clinical and ship officers at sea to address guest well-being and aftercare support needs and refunds.
  • Led initiative to streamline refund policy communication, decreasing processing time by 20%.

Legal Support Clerk

Windhaven Insurance
Miami
05.2018 - 04.2019
  • Maintained legal documentation specializing in non-standard private passenger automobile insurance coverage using electronic and physical filing systems, adhering to firm protocols and naming conventions.
  • Provided general administrative support including phone coverage, mail handling, appointment scheduling, and calendar management.
  • Assisted with legal research and document drafting under attorney supervision.
  • Maintained strict confidentiality of all client and legal information.

Cashier I

Miami Dade County Water & Sewer Department
Miami
07.2017 - 03.2018
  • Processed payments of bills and deposits from utility customers by way of check validation and cash deposits.
  • Maintained detailed financial records for all collections and disbursements, ensuring balanced ledgers.

Bank Teller

Dade County Federal Credit Union
Miami
01.2015 - 07.2017
  • Managed over $50,000 in daily transactions, including deposits, withdrawals, loan payments, and check cashing, with zero discrepancies.
  • Delivered high-quality support to over 100 members daily, while promoting financial products, and increased credit card enrollment by 18%.
  • Maintained accurate transaction records and balanced cash drawers to ensure compliance with policies.
  • Maintained confidentiality of bank records, transactions and customer information.

Education

Associate of Arts - Elementary Education

Miami Dade College
Miami, FL
08.2013

Skills

  • Team Leadership
  • Staff Development
  • Client Relations Management
  • Process Optimization
  • Compliance
  • Conflict Resolution
  • De-escalation
  • Policy Implementation
  • CRM
  • Case Documentation Systems
  • Cross-Functional Collaboration
  • Data Entry
  • Personal Computer Usage

References

References available upon request.

Timeline

Customer Loyalty Specialist

Hyatt
01.2022 - Current

Licensed Facial Specialist

The Beautee Outlet
01.2021 - Current

Guest Services Coordinator

Norwegian Cruise Line
04.2019 - 04.2020

Legal Support Clerk

Windhaven Insurance
05.2018 - 04.2019

Cashier I

Miami Dade County Water & Sewer Department
07.2017 - 03.2018

Bank Teller

Dade County Federal Credit Union
01.2015 - 07.2017

Associate of Arts - Elementary Education

Miami Dade College

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